Introduction

Agilent Technologies is one of the worlds premier

measurement and Instrument Company. Headquartered in Santa Clara, California. Agilent is a global industry leader with 5.4 billion US dollars in annual revenue and over 19,000 employees worldwide. Tata Consultancy Services Limited is a global IT services, business solutions and outsourcing company.

 Headquartered in Mumbai, India. It is the second-largest India-based provider of

business process outsourcing services. TCS provides global application support for Agilent. There are three divisions for service provided by TCS to Agilent. These are:

GBS-global business solutions CIM-customer interface management AIS-application integration services

Indian Setup Shifts 6 AM to 2 PM 2 PM to 10 PM 10 PM to 6 AM 10 AM to 6 AM

Efficiency 80% 80% 60% 100%

Role System Engg. IT Analyst 80% 20% 80% 20% 100% 0% 80% 20%

Contibution System Engg. IT Analyst 64% 16% 64% 16% 60% 0% 80% 20%

Billing per week Extra billing per shift System Engg. IT Analyst Rs. 300 6 AM to 2 PM Rs. 10000 Rs. 20000 Rs. 300 2 PM to 10 PM Rs. 10000 Rs. 20000 Rs. 600 10 PM to 6 AM Rs. 10000 Rs. 20000 Rs. 300 10 AM to 6 AM Rs. 10000 Rs. 20000 Shifts

US Setup Shifts 10 PM to 6 AM

Efficiency 60%

Role Contribution System Engg. IT Analyst System Engg. IT Analyst 100% 0% 60% 0%

Billing per week System Engg. IT Analyst 10 PM to 6 AM Rs. 30000 Rs.40000

Shifts

Extra billing per shift 600 Rs.

 Above mentioned tables are for ABS division.

For AIS division, weekly fixed billing is greater than

that of ABS division by Rs. 2000. For CMS division, weekly fixed billing is lesser than that of ABS division by Rs. 1000. There is no change in the amount of extra billing. Extra billing is constant irrespective of division and role.

 Monthly around 500 tickets/complaints comes to TCS,

Gurgaon. Out of these, 200 are of GBS and 150 each of CIM & AIS. Administrative and support work is directly proportional to number of tickets. Administrative work includes meetings with clients and other administrative tasks. Support work includes working on client complaints to find solution.

 In GBS administrative work is more whereas in CIM

and AIS, administrative work is less. During weekends, only System Engineers work and job is mainly in support area.